Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/14/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in *****************. On 14/9/2023 I paid Gates Innovations, via their website, **$247.50 for **** F ******* Key ************************** I received confirmation of payment CONFIRMATION NUMBER 87X50M0G6. I also received an email confirmation from ********************************** for my ORDER 2779. The payment includes *** Key Fob modification and return postage via ****************** As stated in the instructions received "Both your OEM (now non-functioning) key and new Gates Innovations X5M key will be included in your return shipment." As per Gates Innovations instructions, I immediately posted my *** Key Fob to Gates Innovations at ****************************************************************************. Instructions stated "Upon receipt of your key, our typical turnaround time is 2-6 business days". It has been six months now, and I still have not received my original key fob or new key fob. I continue to send emails without any response. I see that this seems to be the same experience that other customers are experiencing. The last communication I received from ****** at Gates Innovation Support was via email on 29th November 2023. ****** stated "I did notice a continued issue on the housings from my manufacturer and it turns out the mold has worn out which was causing the key blade to slide out of the housing without depressing the release button. They are in the process if CNC'ing a new mold and I should have the replacement housings in Dec. The key mod has been completed, just waiting on the housings. I will have your key shipped out the day after I receive the new housings. I do apologize for the long delay but appreciate that you've been so patient throughout this process. Looking forward to getting you your key back!" Can you please assist to expedite/resolve this issue. I would like to proceed with the new key fob. If not possible, I would like to receive a refund. Thanks.

• Initial Complaint

  Date:08/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October 2020, I engaged Gates Innovation for their F Chassis ************************* Everything was functioning well until January 2023 when I began experiencing issues with my key. Upon contacting Gates Innovation's support team, I was assured that I have a lifetime warranty, and they promised to investigate the problems. Additionally, they recommended an upgrade to a newer key for $70 and generously offered to cut my physical spare key at no extra charge.Following their advice, I sent both my key and physical spare key to them in March 2023. However, it is now August 2023, and I have yet to receive a functional key or the return of my physical spare key. I have repeatedly emailed them for updates, only to be met with requests for more time. The last update received was on 6/30 stating production should resume mid-July. This prolonged delay and lack of clear communication have made this experience extremely frustrating and unacceptable.I am reaching out to the Better Business Bureau (BBB) with the hope that you can assist me in resolving this issue. If this matter is not addressed promptly, I feel that I will have no choice but to escalate it further with legal representation.My desired settlement options are as follows:1. Complete original order within the next 10 business days Resolve key not being able to be read Update to Rev3.0 or greater housing $70.00 Cut physical spare key 2. Provide reimbursement for OEM *** key + Programming ($600)Key $450 Programming $150 I sincerely hope that with your assistance, we can come to a satisfactory resolution. Thank you for your attention to this matter.Best Regards,***********************

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered their digital fob back in 2H 2022 and have had nothing but issues since I ordered it.My first unit came scratched and scuffed and I had to send it back to be replaced.The proximity sensor that plugs into the *** II port has never worked. It will either lock or unlock incorrectly, or it will trigger my alarm to go off.Speaking of the alarm, it would randomly go off while driving for no reason whatsoever. This is great because it results in my hazard lights blinking and when I pull into somewhere to address my alarm, people behind me have no way of knowing.The charge barely lasts a month It completely died while my family and I were on vacation and it wouldn't charge, While I saw able to start my car by holding the dead fob next to the ignition, I couldn't lock my car.I sent my dead fob back for a replacement, but that was two months ago.I've sent countless messages to their social media accounts, as well as emails. All I've gotten is excuses in the very few instances that they've responded.

• Initial Complaint

  Date:05/27/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 upgraded key fobs and 2 custom paint jobs for those fobs from Gates Innovations on February 26 2022. The total cost for all of this work was $635 USD. It is now May 27 2023 and I STILL have not received the requested products. Gates Innovations does not answer their phone or respond to emails during this entire year after multiple attempts. The only way I was able to reach the owner was through Instagram direct messages on his account after leaving multiple comments on his posts. If you look at the account now he has removed the option to leave comments because of multiple complaints of orders not being completed. Throughout the year the owner told me excuse after excuse as to why my order was not being fulfilled in time. Keep in mind he is holding onto the key fob i sent him for replacement in February 2022. On January 5th 2023 I finally received the first key fob of the 2 I ordered and it was completely wrong and unpainted. I messaged Gates on Instragram again and he said they would resolve the issue. However after this correspondence he completely stopped responding all-together, even after multiple attempts to contact him. I have still not received my second key and neither of the custom paint jobs I paid for. This is the first company I have ever dealt with that took my money without giving me anything in return. I have included images of all my correspondence with the company along with my order confirmation. I want a refund for my order, this is absolutely unacceptable.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory. They helped me through all the frustrations I had and offered additional assistance for future business. Thank you to BBB for handling the report and thank you ****** from Gates Innovations for handing everything with class. I am truly impressed. Thank you for your time. 
  
  Sincerely,
  
  ************

  Business Response

  Date: 03/06/2023

  I was able to align with the customer.  The modification has been completed and shipped back out.  Tracking is via ***** ******************************.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 18350309
  
  I am rejecting this response because:  The refusal to refund the money based on my experience is totally unacceptable business practice and the public should be aware of this before sending money to this business.  I entrusted this company with my car key in the hopes that when I went to unlock and drive my car, it would work.  After 3 months of owning the key, it has proximity issues, with the car not recognizing the key was in the car, the crack screen, which as I mentioned to the company, I never dropped the key, and then ultimately getting stranded 40 minutes from my house and needing a ride to get my factory key and then a ride back to get my ************** it is a negative review, but everything I stated is factual, he is not saying that anything I write was not factually correct, he is just saying its bullying.  If he would give me my money back we can go our separate ways.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/02/2022

  I had an employee that was handling emails for me, however they did not follow up nor make me aware of this situation.  That person no longer works for us.  I was only aware of this issue as the customer left negative feedback on my ****** page which is when I reached out immediately to work on a solution, email attached.  Two hours after I sent that email, he submitted this request to BBB understandably as there was lack of communication based on this order experience as I take full responsibility.  Attached shows that I had communication with this customer early on when I was involved and providing support as needed.

  Out of all of the Digital Keys sold through our store, this is the ONLY case with a cracked screen (image attached).  We do not cover issues that *** have been caused due to neglect or physical damage, however still emailed a return label (image attached) to the customer and offered to figure out and fix any issues prior to the submission to the BBB.  I see that he is requesting for a refund, however I will not honor that.  I am happy to still have him send his key in his key for repair under warranty.  Again, as I take full responsibility for delay and lack of communication from my company, I'm 100% ok with customers notifying the community of bad experiences with honest facts.  The negativity, bullying, and taking advantage of other customer 'wins' with false claims is something else.

  Business Response

  Date: 11/07/2022

  Hi *****,

  I'm confused by this response.  We had already agreed outside of this system that I would be providing a refund which has been submitted and seen to be processed on my side.  I even offered to still take care of your key.  I believe this case should be closed.

  Regards,

  ******

• Initial Complaint

  Date:11/02/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a car key modification service from Gates on or around July 16, 2021 directly from their website. The same website stated that this service would come with a one-year warranty on all work performed. Toward the end of June of 2022, the key stopped working. I have been attempting to get in touch with someone at gates innovations ever since, with weekly and monthly emails. In that time period, they have had their products reviewed on social media, and have responded to other customer's similar claims via Instagram, but have yet to respond to any of my emails. I am now left with a glorified paper weight of a car key and had to purchase a replacement as no one at Gates would help me.

  Business Response

  Date: 11/02/2022

  Thank you for the notification.  I searched for the customer emails and they strangely had gone to my Spam folder and had no visibility.  I have reached back out to the customer via phone (text first) and will follow up again via email to resolve the issue.  We are happy to honor our lifetime warranty on our key offerings.

   

  Respectfully,

  *********************